Are you a manager in an IT team? Do you have the challenge of running multiple reports, giving quality data back to your colleagues and the rest of the senior managers in your organization? In this 5 minute video we will present you with the tool to deal with these challenges.

Greg Sanker - IT Service Management blogger, speaker, and practitioner

Know you need a service catalog, but not ready for a full IT service management (ITSM) program? This webinar will present a practical approach to "reverse engineer" the core elements of a service catalog. ITSM practitioner Greg Sanker will explain how every organization has 'services' whether they know it or not. He will show how to identify your services and create plain-language service descriptions, which help create clarity and form the basis of a functional service catalog.

Greg will show how to bypasses cultural resistance to the "we need a service catalog" approach, and actually create demand (and buy in) for a basic service catalog.

Change management is a corporate necessity, however it can be very difficult for organizations to get it right. Part of the issue comes from organizations seeing change management as just another ITSM process – like configuration or capacity management, say – when change needs a much bigger perspective. These days changes are rarely, if ever, just about IT.

This webinar will look at the difficulties that organizations encounter when they set up and operate change management capabilities, as well as:
* Why change management is more than just “change control” and what constitutes a “successful change”
* How the way in which we deal with personal change can help us survive change management at work
* What the different levels of change authority are
* How standard changes play a key role in surviving change management
* The evaluation, evolution, and customer perspective of change management

Failing to understand the importance of change management can significantly hinder your organization. Join us for this webinar to ensure that your change management processes are working to benefit, not handicap, your business.

Knowledge management, or more specifically knowledge exploitation, can make a significant contribution in improving an organization’s productivity and innovation. It’s particularly relevant and beneficial to the work of IT support analysts, who are often under pressure to quickly provide resolutions or answers – where from a business perspective, any delay by IT potentially costs money or adversely affects the company’s brand.

However, while knowledge management has increased its profile within the IT service management (ITSM) industry in recent years, it’s sadly still one of the capabilities that many IT professionals know they need, but they can’t get the budget to support a related improvement program.

A healthy knowledge culture, with knowledge management processes embedded into the day-to-day support workflow, will provide your IT support staff with vital knowledge when they need it, and the self-confidence to do their job well. Knowledge management can also lower stress and reduce the effort wasted on rework – it can ultimately feed a well-maintained self-service facility.
In this webinar, we’ll take a look at:
* What knowledge is, and what we mean by knowledge management
* Suggestions for building cultural awareness
* Common roadblocks to adoption and the keys to success
* Best practices your team can adopt, without the need for a big budget
* Key tips on how to justify knowledge management in your organization

Employee self-service is often viewed by IT as a 'knight in shining armor' since it can provide quicker employee access to both help and new services, while taking some of the pressure off overworked corporate IT service desks. However, for many organizations, their initial attempts to introduce self-service have been more white elephant than white knight – with low employee adoption and utilization rates – often due to an overemphasis on the technology.

Thankfully now, after many hard lessons have been learned, some organizations are finally getting self-service right. In this webinar, we’ll share how they’ve succeeded, by:

* Exploring the variety of challenges and potential pitfalls with self-service – including technology, management, and end-user perspectives
* Offering practical advice and good practice on how to design, launch, manage, and encourage the use of an employee self-service facility for IT (or any other corporate service provider)
* Providing sensible actions that will help you to either get started with, or to improve upon, self-service within your organization

When it comes to measuring the performance of a Service Desk, what are the right metrics to use and the right ways to measure? There is a lot of good advice on this topic already, but in this webinar, Rob England brings the IT Skeptic's critical approach to the question, and looks at:

* What are the right metrics
* How to achieve a balanced view
* Being careful in interpreting the results

Too many organizations settle for resolution times and call numbers to measure their Service Desk performance. Learn how these are not only not enough, but may not be the right metrics at all!

Incident management can be a very costly process, with lots of staff using expensive tools and telephony. It is also very visible to customers, who will let you know very quickly if it doesn’t meet their needs. So it’s really important to make sure this process is as efficient and effective as possible.

This session will be based on Stuart’s many years of working with clients from a wide variety of industries and countries, many of whom have needed to implement improvements to incident management. Stuart will describe approaches that have worked for other organizations, which you may be able to adopt into your own improvement program.

There’s a lot of hype around the future of IT service management (ITSM) and whether or not it can survive in a dramatically changing technological and business environment. In this webinar, we speak with VP & Research Director Glenn O’Donnell from Forrester Research,

Your $170K IT Liability - Service desks are burdened by BYOD issues on a daily basis, yet businesses fail to acknowledge this and pay the price. Watch this webinar to learn: how to tackle the BYOD reality and gain control over your assets; best practices in modeling your BYOD

Migrating to the Cloud is a large scale project that requires ITSM professionals like you to properly plan an overall strategy, design, operations and execution.

This session will take you through 6 essential steps that will ensure a successful migration to Cloud, and will equip you with a workable plan to guide you through the process.

Tune in to know as well the story of how SysAid successfully migrated our Email Services to the Cloud, and learned a lot on the way.

Speaker bio:

Oded Moshe, VP Products at SysAid, has over 15 years of experience in various Product and IT Management positions. Oded manages relationships with OEM and technical partners around the world, and is the technical point of contact for all SysAid feature requests.

Co-leading the design phases for new SysAid releases, he researches new technological innovations and integration methods, and reinforces the accessibility, simplicity, and spread of ITIL best practices throughout the SysAid product line.

SysAid Technologies Ltd. is a leading provider of customer-driven IT Service Management (ITSM) solutions. Available as a cloud-based or on-premise solution, SysAid provides affordable, innovative, and intuitive ITSM software aligned with industry best practices. SysAid serves over 10,000 customers across 140 countries, from SMBs to Fortune 500 corporations.